BAU Support Engineer – Google Dialogflow (Voicebot/Chatbot)

BAU Support Engineer

Key Responsibilities

• Provide business-as-usual (BAU) support for voicebot and chatbot platforms (

  CXOne

  and

  Google Dialogflow

  ).
• Monitor system performance, proactively identify issues, and resolve incidents in a timely manner.
• Handle configuration changes and apply minor enhancements to the platforms.
• Collaborate with both IT and business teams to ensure the conversational AI solutions meet user needs.
• Escalate complex technical issues to vendors or the development team as required.
• Document troubleshooting steps, fixes, and best practices to support knowledge sharing within the team.

Required Skills and Experience

• Hands-on experience with

  CXOne

  and

  Google Dialogflow

  .
• Strong troubleshooting and problem-solving skills in a production support environment.
• Knowledge of the chatbot/voicebot lifecycle, including configuration and integration with contact center systems.
• Familiarity with cloud-based contact center solutions and conversational AI tools.
• Excellent communication skills and the ability to liaise with both technical and non-technical stakeholders.

Preferred Qualifications

• Experience with

  APIs

  ,

  webhooks

  , or other integrations related to chatbots.
• A background in contact center operations or customer engagement technologies.
• Knowledge of

  ITIL practices

  for incident, problem, and change management.